Help Centre & Frequently Asked Questions

Have a question? You're likely not alone. Browse our most commonly asked questions below. If you can't find what you're looking for, don't hesitate to contact our team.

Orders & Shipping

How long does delivery take?

We aim to dispatch all orders within 1–2 business days. Delivery times vary depending on your location, but most Australian orders arrive within 3–7 business days.

Do you offer free shipping?

We offer free shipping on orders over a certain amount. Please check our shipping policy for current thresholds and rates.

Can I track my order?

Yes! Once your order has been dispatched, you'll receive a tracking number via email so you can follow your parcel's progress.

Products

How do I choose the right product?

Visit our Product Finder page for guidance on selecting the right product based on your needs, or contact us for personalised advice.

Can I request a sample before buying?

Yes! We offer product samples so you can try before you buy. Visit our Product Samples page to find out more.

Are your products discreetly packaged?

Absolutely. All orders are shipped in plain, unmarked packaging to protect your privacy.

Returns & Refunds

What is your returns policy?

If you're not satisfied with your purchase, please contact us within 30 days of receiving your order and we'll do our best to make it right.

Can I return opened products?

For hygiene reasons, we're unable to accept returns on opened incontinence products. However, please reach out if you have an issue and we'll work with you to find a solution.

NDIS

Can I use my NDIS funding with Incontinence Essentials?

We're currently working towards becoming a registered NDIS provider. Visit our NDIS page for more information and to register your interest.

Still Need Help?

Our friendly team is here for you. Contact us and we'll get back to you within 1–2 business days.